Complaint Investigation Report

unknown caller requested information and a credit line increase for Resident #1's credit card. Resident #1 is known to the financial institution and the call for the credit line increase was not the resident's normal pattern. The account was placed on hold on 1/19/24. Per review of the ATM camera images and transactions, Resident #1 was last seen in a branch on 11/7/23 and last contacted the bank on 11/8/23. Per review of ATM camera footage for January 2024, an unidentified female was observed conducting the ATM transactions and not Resident #1. Per review of account activity, ATM and credit card transactions were noted from 1/12/24-1/15/24. Per information provided from the interview with the complainant, the unidentified female also tried to log into Resident #1's online banking on 1/18/24 and was unsuccessful. A call requesting the credit line increase was then requested on 1/19/24. The unidentified female had all the necessary information requested by the banking staff to gain access to Resident #1's accounts.

A copy of the ATM image provided for the unidentified female at the ATM machine and per interviews conducted with Resident #2, Staff #1, Staff #2 Staff #3 and the Administrator, they have never seen the unidentified female at the facility and do not know who she is. She is not a known family member of any of the residents, staff or a facility staff.

Based on the information received on today's visit, there is no evidence to to show that the unidentified female was ever present at the facility and somehow gained access to Resident #1's banking or facility record. Therefore, the above allegation is unsubstantiated.

Exit interview was conducted with Mariam Baghdoyan, Staff